Thursday, December 16, 2010

Calming Down an Angry Client

Calming down an angry client isn’t always easy, especially when the conversation takes place over the phone. Here is an approach suggested by Merrilyn Astin Tarlton on 

  • Express empathy (I can tell how upset it made you)
  • Get clarification of the problem (ask gentle fact-finding questions)
  • Apologize (even if you are not in the wrong)
  • State that you want to help
  • Probe for more information
  • Repeat his concern back to him to make sure you understand (and so that he feels “heard.”)
  • Show you value him as a client
  • Explain possible options for resolution and ask what he’d like to have happen
  • Summarize the actions you agree to (yours and his)
  • End pleasantly


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